If you’ve successfully placed an order, you should have received an order confirmation email from us, and the payment will have been debited from your bank account.
After this, you may receive further emails depending on where your order is in the process:
- 📩 An email from us if we need any additional information (for example, missing photos or a form to complete)
- ✅ An order approved email once a prescriber has reviewed and approved your prescription
- 🚚 An email from Royal Mail once your order has been dispatched by the pharmacy
Orders are usually processed within 12 hours on weekdays and within 24 hours on weekends, provided we have everything needed to prescribe safely.
Once dispatched, we use Royal Mail Tracked 24. This is normally delivered the next working day (excluding Sundays), but can occasionally take up to 3 working days.
You can track your delivery using the tracking number in your Royal Mail email, or by visiting: royalmail.com/track-your-item
You can also check the status of your order at any time by logging into your Lotus account, where you’ll see each stage as your order progresses.
If you are still within the expected timeframes above, you may wish to allow a little more time. If your order appears to be beyond these timeframes, or if you haven’t received an order confirmation or receipt, please speak to a member of our team and we’ll look into it for you.
Finally, please remember to check your junk or spam folder, as occasionally emails can land there.